The Carpet Project
Hollowood Avenue
Littleover
Derby
DE23 6JD
Telephone: 01332 492409
WhatsApp: 07774 695623
Email: info@thecarpetproject.co.uk
Last updated: 17 September 2026

1. Introduction
The Carpet Project ("we", "us", "our") respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect personal information when you:

• Contact us by telephone, email or WhatsApp.

• Submit an enquiry or request a quotation.

• Arrange a home visit.

• Purchase flooring from us.

• Arrange flooring installation.

• Request carpet removal or disposal.

• Apply for or enquire about finance.

• Visit or use our website.

• Communicate with us after receiving our services.

We process personal information in accordance with applicable UK data protection and privacy laws.

2. Information We May Collect
Depending on how you interact with us, we may collect:
Contact information

• Name.

• Address.

• Telephone number.

• Email address.

• WhatsApp contact details.

Enquiry and quotation information

• Flooring requirements.

• Room measurements and property information.

• Product and colour preferences.

• Installation requirements.

• Information necessary to prepare a quotation.

Order and service information

• Products purchased.

• Installation details.

• Payment information.

• Appointment details.

• Information about previous communications.

• Details of complaints or enquiries.

Property information
Where necessary to provide our services, we may collect information about your property, including access arrangements, floor areas and installation requirements.
Communication information
We may keep records of communications you have with us by telephone, email, WhatsApp, text message or other communication channels used by the business.
Website information
When you use our website, we may collect technical information such as IP address, browser type, device information and information about how you use the website, depending on the technologies and services installed on the website.

3. How We Collect Your Information
We may obtain personal information:

• Directly from you.

• When you telephone us.

• When you contact us through WhatsApp.

• When you email us.

• Through website enquiry forms.

• During a home visit.

• When you request a quotation.

• When you place an order.

• From finance providers where necessary to administer an agreed finance arrangement.

• From service providers supporting our business.

• Through cookies and similar technologies, where permitted.

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4. How We Use Your Information
We may use your information to:

• Respond to enquiries.

• Arrange appointments and home visits.

• Measure flooring areas.

• Prepare estimates and quotations.

• Process and manage orders.

• Arrange delivery and installation.

• Communicate with you about your order.

• Provide carpet removal and disposal services.

• Administer payments.

• Assist with finance applications or finance administration.

• Deal with complaints.

• Provide after-sales support.

• Manage manufacturer warranty matters.

• Maintain business records.

• Improve our products and services.

• Protect our business against fraud or misuse.

• Meet legal and regulatory obligations.

• Send marketing communications where we are legally permitted to do so and, where required, have obtained your consent.

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5. Our Lawful Bases for Processing
Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract
We may process your information where it is necessary to enter into or perform a contract with you, for example to provide a quotation, process your order or arrange installation.

Legal obligation
We may process information where necessary to comply with a legal or regulatory obligation.

Legitimate interests
We may process information where necessary for our legitimate business interests, provided those interests do not override your fundamental rights and freedoms.
Examples may include managing customer relationships, maintaining business records, preventing fraud and dealing with complaints.

Consent
Where consent is legally required, we will ask for your consent before processing your information for that purpose.
You can withdraw consent where consent is the lawful basis for processing.

6. Marketing
We may occasionally contact existing or prospective customers about our products, services or offers where permitted by applicable law.
Electronic marketing, including email and text marketing, is subject to specific privacy and electronic communications rules. We will only undertake marketing activities where we have an appropriate lawful basis and any required consent.
You can ask us to stop sending marketing communications at any time.

7. Sharing Your Information
We will not sell your personal information.
We may share relevant information with trusted third parties where necessary to provide our services or meet our legal obligations.
These may include:

• Flooring manufacturers and suppliers.

• Flooring installers and subcontractors where necessary to complete your installation.

• Delivery and logistics providers.

• Waste and disposal providers.

• Payment service providers.

• Finance providers.

• IT, website and hosting providers.

• Professional advisers.

• Insurance providers.

• Government, regulatory or law-enforcement bodies where legally required.

We only aim to share information that is reasonably necessary for the relevant purpose.

8. Finance Applications
If you choose to use a finance option, additional personal information may be collected and processed by the relevant finance provider.
The finance provider may have its own privacy notice explaining how it processes your information.
The Carpet Project does not determine the finance provider's independent processing activities and you should review the relevant finance provider's privacy information before submitting a finance application.

9. WhatsApp
If you contact us through WhatsApp, your communication will also be subject to WhatsApp/Meta's own terms and privacy practices.
We may retain relevant WhatsApp communications where necessary for customer service, quotations, orders, complaints, installation arrangements or legal/business record-keeping.
Please avoid sending unnecessary sensitive personal information through WhatsApp.

10. Payment Information
Where payments are processed through a third-party payment provider, your payment information may be processed directly by that provider.
We do not intend to retain full payment card details unless this is specifically necessary and legally permitted.
Third-party payment providers may have their own privacy policies and security procedures.

11. How Long We Keep Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, tax, warranty and dispute-resolution requirements.
Different types of information may be retained for different periods.
For example:

• Enquiry information may be retained for an appropriate period after the enquiry has ended.

• Customer and order records may be retained for as long as reasonably necessary for business, legal, accounting and tax purposes.

• Warranty and installation records may be retained for an appropriate period to administer warranties and deal with potential issues.

• Marketing information may be retained until you unsubscribe or it is otherwise no longer required.

When information is no longer required, we will take reasonable steps to securely delete or anonymise it.

12. Security
We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
However, no method of transmitting or storing information can be guaranteed to be completely secure.
You should also take reasonable steps to protect your own devices and accounts.

13. Your Data Protection Rights
Subject to applicable legal conditions and exemptions, you may have rights including:

• The right to be informed about how we use your personal information.

• The right to access personal information we hold about you.

• The right to ask us to correct inaccurate information.

• The right to ask us to delete information in certain circumstances.

• The right to restrict processing in certain circumstances.

• The right to object to certain processing.

• The right to data portability in certain circumstances.

• The right to withdraw consent where consent is the lawful basis for processing.

• Rights relating to certain automated decision-making and profiling.

Further information about individual data protection rights is available from the Information Commissioner's Office.

14. Making a Data Protection Request
To exercise your rights or ask a question about how we process your information, contact:
Email: info@thecarpetproject.co.uk
Telephone: 01332 492409
Post:
The Carpet Project
Hollowood Avenue
Littleover
Derby
DE23 6JD
We may need to verify your identity before responding to certain requests.

15. Complaints
If you have concerns about how we have handled your personal information, please contact us first so that we can investigate the matter.
You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO).
You can find information about the ICO and its complaints process on the ICO's website.

16. Children's Information
Our services are intended for adults and we do not knowingly seek to collect personal information from children unless there is a legitimate reason and appropriate arrangements are in place.
If you believe a child has provided personal information to us unnecessarily, please contact us.

17. International Transfers
Some suppliers or technology providers we use may process information outside the UK.
Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is carried out in accordance with applicable data protection law.

18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, technology or legal requirements.
The latest version will be made available through our website.

19. Contact Us
If you have questions about this Privacy Policy or our handling of personal information, please contact:
The Carpet Project
Hollowood Avenue
Littleover
Derby
DE23 6JD
Telephone: 01332 492409
WhatsApp: 07774 695623
Email: info@thecarpetproject.co.uk